Overview

MTN Nigeria – The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

Job Position: Senior Manager, Segment Planning and Customer Intelligence – Customer Relations and Experience

Location: Lagos

Job Descriptions

  1. Review internal and external activities in relation to the telecommunications industry and direct the development of business goals, policies, objectives and targets as part of the company’s planning and budgeting process.
  2. Manage the development of viable plans for the operations of the department to support the company’s strategic initiatives, detailing a clear implementation roadmap and milestones.
  3. Evaluate internal and external sources of intelligence continuously and carry out telecommunications industry-related research/analysis to establish policies in conjunction with Senior Management.
  4. Liaise with outsourced Call Centre Vendors to resolve customer complaints in line with the agreed customer support framework and SLAs.
  5. Review and approve proposed forecasts and trends for traffic volumes and flow to the Call Centre to ensure achievement of key KPIs.
  6. Identify viable telecommunications business opportunities and trends, and develop strong supporting business cases for Senior Management approvals.
  7. Ensure compliance with customer registrations in line with the industry regulatory requirements.
  8. Carry out periodic business process optimization and workflow reviews with the aim of achieving effectiveness of processes and improving operational efficiency.
  9. Develop metrics required to measure business processes and performance, build tools and job aids for monitoring performance and identify performance variances to facilitate focus and intervention in critical areas for constant improvement.
  10. Review and guide the generation of reports for requesting divisions and the MTN group.
  11. Review telecommunications market research and assess their relevance to the business and activities of the organization, as well as identify implications for MTNN and possible responses.
  12. Carry out value-adding research in business areas relating to the telecommunications industry.
  13. Partner effectively with MTNN’s critical high-value customers to enhance MTN’s Corporate Brand
  14. Improve MTNN’s Net Promoter Score
  15. Develop strategies and champion customer centric culture across the organization and develop/reform relationships with MTNN’s internal and external customers to transform the MTNN’s revenue.
  16. Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives, focusing on Customer centricity

Job Requirements
Educational Qualifications:

  1. First Degree in Social Science or any relevant discipline / Master’s advantageous
  2. Fluent in English and the language of the country preferred
  3. A postgraduate degree in a related field or an MBA is an advantage
  4. Professional Qualification from a recognised Customer Relations Body

Experience:

  1. 9- 17 years working experience comprising:
    • Manager track record of 5 years or more, with at least 3 years in the relevant sector/ industry
    • Worked across diverse cultures and geographies, advantageous
  2. Work experience must span the following areas:
    • Business Planning
    • Research & Development
    • Project Management

How to Apply
Interested and qualified candidates should:
Click here to apply online

Tagged as: Customer Service, Information Technology